---
title: "Live Chat Widget: Frequently Asked Questions"
description: Answers to the questions we hear most often about the Maqsam Live Chat Widget, what it costs, how to set it up, how languages work, and how agents and admins handle the conversations it creates.
---
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# Live Chat Widget: Frequently Asked Questions
## Answers to the questions we hear most often about the Maqsam Live Chat Widget, what it costs, how to set it up, how languages work, and how agents and admins handle the conversations it creates.
### **🔍 Overview**
The **Live Chat Widget** is the chat bubble your visitors see on your website. When a visitor opens it and sends a message, the conversation reaches your team inside Maqsam, so website visitors become another channel your agents handle alongside calls and WhatsApp.
This article covers pricing, setup and installation, conversation behavior, agent permissions and inboxes, and troubleshooting. For the click-by-click walkthrough of building a widget, see guide: *[How to Create and Install a Live Chat Widget](https://support.maqsam.com/how-to-create-and-install-a-live-chat-widget?hsLang=en)*.
---
### **💳 Pricing and Limits**
#### **What does the Live Chat Widget cost?**
There is no charge for the messages themselves; you are not billed per message or per conversation.
Billing is per seat, and Maqsam uses a **single unified digital Channel seat** that covers every digital channel rather than charging separately for each one:
- **USD 5 per agent** who already has a telephony seat.
- **USD 10 per agent** who has messaging seats only.
Because the seat is unified, an agent who already has a WhatsApp seat gets access to the Live Chat Widget at no extra cost, and an agent who already has Live Chat gets WhatsApp on the same seat without any extra cost.
**📌 Note:** The unified seat is what makes adding a channel free: you are paying for the agent's access to digital channels as a whole, not for each channel you switch on.
#### **How many Live Chat Widgets can one account have?**
There is no limit, and additional widgets cost nothing extra.
Each widget keeps its own configuration, title, availability, welcome messages, appearance, and installation snippet, so creating several is the normal way to serve different websites, brands, or audiences.
---
### **🧩 Setup and Installation**
#### **Can I install the same widget on more than one website?**
Yes, you can place the same installation snippet on several websites.
The limitation is customization: one widget carries one set of titles, welcome messages, colors, and availability, so every site that uses it looks and behaves identically.
If you want each site to have its own branding or hours, create a separate widget per website and install one snippet on each. Since widgets are unlimited and free, this is the approach we recommend.
**Example:** *A company running a storefront and a separate support portal creates two widgets with different colors, titles, and working hours, rather than reusing one.*
#### **Does the Live Chat Widget support more than one language?**
Yes. A single widget can support **English** and **Arabic** at the same time.
Select both under **Supported Languages**, then fill in the title and the welcome messages for each language. The widget renders right-to-left automatically for Arabic.
The **Installation** step then gives you a separate code snippet per language. Install the snippet that matches each language version of your site, and the widget follows the page language; it also automatically detects the visitor's language preference.
#### **Do I need a developer to install the widget?**
Only briefly. Installation is a single code snippet that you copy with **Copy Code** and paste into your website's HTML, immediately before the closing body tag.
Anyone who can edit your site's HTML can do it. If you do not manage the website yourself, send the snippet to whoever does; no other configuration is needed on their side.
#### **Can I restrict which websites the widget is allowed to run on?**
Yes. Add the domains you want to permit under **Allowed Domains** (listed as **Whitelisted Domains** in older versions of the page).
Once the list has at least one entry, the widget loads *only* on those domains and will not run anywhere else, which stops your snippet from working if it is copied onto a site you do not control.
Leaving the field empty lets the widget run anywhere the snippet is installed.
**📌 Note:** Include every domain the widget legitimately needs, staging environments and subdomains included, or it will silently fail to appear there with no error message.
#### **Can I change a widget's settings after it has been created?**
Yes. You can edit every setting later, including the name, titles, languages, availability, welcome messages, and appearance.
Reopen the widget from the **Live Chat Widget** list using the actions menu at the end of its row. The installation snippets stay available there too, so you can copy the code again at any time without recreating anything.
---
### **💬 Conversations and Widget Behavior**
#### **What happens if a visitor starts a chat, walks away, and closes the tab?**
Closing the tab does not end the conversation on its own. The chat stays open until the inactivity timer runs out.
**Conversation Auto-Close Timeout**, set on the **General** step, controls this: if the visitor sends nothing for the number of minutes you configured, Maqsam closes the conversation automatically.
This keeps chats from sitting open indefinitely after a visitor leaves, which would otherwise tie up agents with conversations nobody is on the other end of.
**Example:** *With the timeout set to 5 minutes, a visitor who stops replying for five minutes has their chat closed automatically, freeing the agent for the next conversation.*
#### **Does the widget collect customer information?**
It can, but not by default; you have to switch it on.
Enable the **Pre-chat Form** in the widget's configuration, then choose which fields to request: **Name**, **Email**, and **Phone Number**.
Only the fields you select appear, and the visitor fills them in before the chat starts, so the agent knows who they are talking to and can follow up if the chat drops.
If you leave the pre-chat form off, visitors start chatting immediately, and you collect no details.
#### **What does a visitor see outside working hours?**
That depends on the availability mode you chose:
- **Always Online**: the widget always shows as available, and visitors never see an offline state.
- **Use Account Working Hours**: the widget follows the hours already configured in your account settings.
- **Custom Working Hours**: the widget follows a schedule set for that widget alone.
Outside the configured hours, the widget shows as **Offline** (when the status indicator is enabled) and greets visitors with your after-hours welcome message instead of the during-hours one, so they know to expect a reply later rather than waiting.
#### **Can I show visitors whether my team is online?**
Yes. Turn on **Show Widget Status** to display an online/offline indicator in the widget header.
The indicator is driven by your availability settings, so it reflects real working hours rather than whether an agent is at their desk.
Leave it off if you would rather not advertise when your team is unavailable.
---
### **👥 Agents, Permissions, and Inboxes**
#### **Can I control which messaging channels each agent handles?**
Yes. Channel access is granted per agent, so you decide which messaging channels each person can see and work in.
An agent given WhatsApp only will view and handle WhatsApp messages. An agent given both WhatsApp and live chat will see conversations from both.
This lets you specialize teams by channel, or give some agents the full picture, without changing anything about the widget itself.
#### **What does the agent inbox look like?**
An agent with access to every channel sees a unified inbox with all their conversations.
The same agent can also open each messaging channel as its own separate inbox, which is useful for focusing on one channel at a time.
Agents with access to a single channel simply see that channel's conversations.
#### **Can an admin see and manage conversations across all channels?**
Yes. The **Conversations** page shows every conversation across all channels, including closed ones, with the full chat detail attached to each.
From there, an admin can act on a conversation, transferring it to another agent, unassigning it, and similar actions, and can export conversations for reporting or record-keeping.
---
### **🛠️ Troubleshooting**
#### **The widget is not appearing on my website. What should I check?**
Work through these in order; they cover almost every case:
- **Is the snippet in place?** It must be pasted into the page's HTML immediately before the closing body tag. Creating the widget in the portal is not enough on its own.
- **Is the widget active?** Check the **Active** toggle in the **Live Chat Widget** list; a deactivated widget will not appear even though the code is still installed.
- **Is the domain allowed?** If you set **Allowed Domains**, any site not on that list is blocked silently, with no error shown.
- **Is it the right snippet?** Each language has its own snippet; make sure the one on the page matches that page's language.
#### **How can I test the widget before customers see it?**
Open your website in a private or incognito window. That shows you exactly what a first-time visitor sees, without your portal session or cached state interfering.
Use the **Widget Preview** panel while configuring, too; it updates live and lets you switch between the online and offline states and between languages before you publish anything.
#### **Why can't I save my widget? It says the name is already taken?**
Widget names must be unique within the account. If the name is already in use, the wizard returns you to the **General** step and shows a *name already reserved* message.
Change the **Chat Widget Name** to something unused and continue. This name is internal; it is only used to tell widgets apart in the portal, so it does not affect what visitors see.
**📌 Note:** The **Chat Widget Name** and the **Chat Widget Title** are different things: the name is internal and must be unique, while the title is the customer-facing heading shown at the top of the widget and can repeat freely.
---
### **💡 Tips**
- Create a separate widget per website or brand rather than reusing one; widgets are unlimited and free, and each gets its own branding, hours, and snippet.
- Enable the pre-chat form when follow-up matters; it is the difference between a dropped chat you can recover and one you cannot.
- Review both the online and the offline states in the **Widget Preview**, and both languages, before you install the snippet.
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